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HP Support Service Agreement
Terms and Conditions (United States version) 1
Support Services means the support services (the “Support Service(s)”) as described in this HP Support
Service Agreement, the applicable Service Plan Description and the Receipt applicable to the purchase
of this Agreement, ( collectively, the "Agreement") for the HP product purchased in the United States for
which this Agreement was purchased.
ustomer/ you/ your means the end -user HP customer who purchases the Support Service described
in this Agreement directly from HP or from an authorized HP retailer or reseller .
e/us/our means the entity contractually obligated to you under the terms of this Agreement (also
referred to as “Provider”). The Provider may use an authorized third party to provide services on our
behalf (an “Authorized Service Provider”).
rovider & Administrator means HP Inc. (“HP”) located at 1501 Page Mill Road, Palo Alto, CA
94304, except as indicated below for Florida and Washington. We are also legally and financially
obligated to provide the Support Services described in this Agreement.
ligible Products: To be eligible to purchase Support Services, the HP product must be, in o u
easonable opinion, in good operating condition and within its service life . You r epresent to us the HP
product is in good operating condition. In addition:
upport for software preinstalled with the HP product is included in the Support Services. No other
software is covered by this Agreement. Support for software preinstalled with the HP product is limited to
verbal assistance with:
nswering your installation questions (first steps an d prerequisites),
ii. Setting up and configuring the software (first steps),
iii. Interpreting system error messages, and Isolating system problems to software usage problems.
b. Support for software preinstalled with the HP product does not include, among other things:
i. Generating or diagnosing user- generated programs or source codes,
ii. Bug fixes or software repair,
nterconnectivity or compatibility problems specific to third party products
iv. Installation of non- HP software product s,
v. System optimization and customization, an
c. At our discretion, we will either:
i. Repair your product, or
ii. Provide a replacement product with equal features and functionality that is new or equivalent to
new in performance and reliability, o
rovide a refund equal the purchase price paid for the product.
erm - Post Warranty Agreement: The provisions of this Agreement, among other service plans, apply
to post warranty service plans, i.e. service plans covering an HP product after the expiration of the original
HP product limited warranty. The coverage period for the post warranty agreement and service plan w ill
begin at the time of purchase of the Agreement and continue for the period you purchased.
Term – In Warranty Agreement: The provisions of this Agreement, among other service plans, apply
to in warranty service plans, i.e. a service plan which provide s additional services to the services provided
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in the original limited warranty. The commencement date for in warranty agreements and service plans will
be backdated to the date the HP product was purchased. Support Services for in warranty agreements and
service plans purchased within the first year of product ownership will apply for the remainder of the first
year of ownership and for the additional year(s) you purchased. The in warranty agreement and service
plan will terminate either at the end of the specified number of years of service purchased; or for service
plans for HP printers with page limits, terminate once the specified page limit (or page count) has been
exceeded or at the end of the specified number of years of service purchased, whichever comes first. Page
count is defined as the number of pages (printed or plain) that have passed through a printers print engine
and recorded on the test page. The Support Services under this Agreement will continue until the Agreement
expires or until terminated by either party under the provisions of this Agreement. This Agreement is not
renewable; you may for some eligible products, purchase another Agreement upon expiration or termination
of this Agreement. The cost of another Agreement will reflect the ag e of the product and service costs at time
mited Warranty: WE PROVIDE A LIMITED WARRANTY AGAINST DEFECTS IN HARDWARE
MATERIALS AND WORKMANSHIP FOR 90 DAYS AFTER RETURN OF THE HP PRODUCT TO YOU OR FOR
THE REMAINING TERM OF THIS AGREEMENT, WHICHEVER IS LONGER, FOR REPLACEMENT PARTS
PROVIDED TO MAINTAIN HP HARDWARE PRODUCTS SERVICED UNDER THIS AGREEMENT.
REPLACEMENT PARTS PROVIDED MAY BE WHOLE UNIT REPLACEMENTS OR BE NEW OR
FUNCTIONALLY EQUIVALENT NEW IN PERFORMANCE AND RELIABILITY AND WARRANTED AS NEW .
REPLACED PARTS BE COME THE PROPERTY OF HP UNLESS HP AGREES OTHERWISE IN WRITING AND
YOU PAY ANY APPLICABLE CHARGES. WE DO NOT PROVIDE ANY WARRANTY FOR SUPPORT SERVICES
FOR HP SOFTWARE. ANY SUPPORT SERVICES FOR HP SOFTWARE ARE PROVIDED ‘AS IS’. IF WE
RECEIVE NOTICE OF DEFECTIVE HARDWARE REPLACEMENT PARTS DURING THE TERM OF THIS
AGREEMENT, WE WILL, AT OUR OPTION, REPAIR OR REPLACE THE REPLACEMENT PART(S) THAT PROVE
TO BE DEFECTIVE. THE ABOVE LIMITED WARR ANTY IS EXCLUSIVE AND NO OTHER WARRANTY,
WHETHER WRITTEN OR ORAL, IS EXPRESSED OR IMPLIED. TO THE EXTENT PERMITTED BY LAW, WE
SPECIFICALLY DISCLAIM THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR
PURPOSE, TITLE, AND NON -INFRINGEMENT. SOME STATES DO NOT ALLOW A LIMITATION ON
IMPLIED WARRANTIES FOR CONSUMER PRODUCTS OR OF A CONSUMER’S STATUTORY RIGHTS. IN
SUCH STATES SOME EXCLUSIONS OR LIMITATIONS OF THIS LIMITED WARRANTY MAY NOT APPLY TO
YOU. ANY IMPLIED WARRANTIES THAT MAY BE IMPOSED BY LAW ARE LIMITED IN DURATION TO THE
APPLICABLE WARRANTY PERIOD.
at is not covered: We do not provide Support Services for products not supplied by HP unless
we agree to do so in writing or for HP products that y ou do not allow us to incorporate modifications. You
are responsible for removing any components or products not eligible for Support Services to allow us to
perform the Support Services on the HP products covered by this Agreement. If you do not remove such
components or products, we may remove the components or products but we will not be responsible for any
loss of or damages to the components or products. If Support Services are made more difficult because of
such ineligible components or products, we will charge you for the extra work at our standard service rates.
less otherwise specified, this Agreement excludes the provision, return/replacement, and installation of
consumables, user replacement parts, maintenance kits, or other consumable items including, but not limited
to, accessories, operating supplies, magnetic media, paper, print heads, ribbons, toner, a/c adapters, and
less otherwise specified, this Agreement do es not cover any damage or failure caused by:
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a.Use of non -HP media, supplies and other products.
b. Neglect, improper use, water damage [unless you have purchased Support Services for accidental
damage handling (ADH), refer to ADH Service Plan Description for details ], electrical disturbances,
transportation by Customer, work or modification by people other than HP employees or HP
Authorized Representatives, or other causes beyond HP's control.
c. Normal wear and tear; change in color, texture, or finish; gradual deterioration; rust; dust; or
d. Fire, a vehicular or homeowner 's accident, act of nature including, without limitation, floods, or any
other peril originating from outside the product unless otherwise stated in the applicable Service
Plan Description .
e. Police action, undeclared or declared war, nuclear incident, or te rrorism.
f. Reckless, abusive, willful, or intentional conduct associated with handling and use of the product. If
protective items such as covers, carrying cases or pouches, etc., were provided or made available
for use with the covered product, it is expected that you will continually use these product accessories
for protection against damage to the covered product. Abuse is defined as the intentional non -
utilization of protective items during product use, or the treatment of the product(s) that have been
p urchased for use in a harmful, injurious or offensive manner that may result in its damage. Any
resultant damage from this type of treatment is NOT covered by this Agreement.
g. Exposure to weather conditions or environmental conditions that are outside of HP specifications,
h. Exposure to hazardous (including bio -hazardous and bodily fluids ) materials, improper and
unauthorized equipment modifications, attachments or installation, vandalism, animal or insect
damage or infestation, defective batteries, battery leakage, lack of manufacturer -specified
maintenance, or improper maintenance (including the use of inappropriate cleansers).
i. Damage resulting from any cause other than normal wear and, storage and operation of the product
in accordance with the manufacturer 's specifications and owner's manual.
j. Any equipment relocated outside the country of purchase and not covered by an HP Care Pack
service that includes travel.
k. Theft, loss, mysterious disappearance, or misplacement.
l. Data loss or corruption; business interru ptions.
m. Fraud (including but not limited to incorrect, misleading, erroneous or incomplete disclosure of how
the equipment was damaged to the Customer's adjudicator, the servicer, or HP).
n. Accidental or other damage to the product that is cosmetic in nature, meaning damage that does
not impact operation and functioning of the computer.
o. Computer monitor screen imperfections, including but not limited to 'burn -in' and missing pixels
caused by normal use and operation of the product.
p. Damage to product(s) whose serial numbers are removed or altered.
q. Damage to hardware, software, media, data, etc., stemming from causes including but not limited
to viruses, application programs, network programs, upgrades, formatting of any kind, databases,
files, drivers, source c ode, object code or proprietary data, or any support, configuration,
installation, or reinstallation of any software or data or use of damaged or defective media.
r. Any and all pre -existing conditions that occurred (i.e., took place) prior to the date of pur chase of
the HP Care Pack service.
s. Product obsolescence.